Can’t get no English speaking support & missing payouts again!!!!

[Facetreasures]

I can’t take it no more! I’ve had missing payouts 3 different times that show paid when they have not been paid, I don’t know if there is some fraudulent stuff going on with the banking or if there is some serious internal errors but I’m tired of chasing down my money! I bank with Shopify which means my money goes into the “Shopify balance account” I do not need to use an external bank to get my payouts from my sales and because of this, I get all my payouts daily, throughout the day, mostly within a hour after a sale. However, lately, I’ve noticed my payouts are showing “paid” and when I look at my Shopify bank balance to verify the actual deposit, it shows no payouts or deposits. It shows paid under the “sale”, it shows paid in the “balance” under “payouts” but when I go check the bank card to verify the actual deposit, it was never paid into my bank card. The only reason I was able to catch this money missing is because I had no sales the night before and it was very slow for me so I noticed when I do not get a deposit and I have a zero balance in my account for that day however, there are many days I’m paid several times throughout the day, everyday, that I may have missed payouts just as I missed the last two before this one. So now I’m realizing that I have to go back 5 years of transactions to see how many payouts i have not been paid that I missed, that Shopify did not pay but said they did. **Which seems to me to be boarder line fraudulent - Why does it show paid everywhere except where it counts, which is in my account? And you would never know your even missing money if you have many transactions daily coming in with some transactions being paid out two days later depending on how the customer paid., you would have to “catch” the missed payout if you can and how I’ve been able to catch these missed payments is because of slow days such as today where I wasn’t paid anything which I knew was wrong. Unless you have an accountant watching every sale and payout daily, your gonna have missing money without knowing it unless you “catch it” especially if your doing all your banking with Shopify. I’ve proved it more than 3 times since October this has been happening and support - forget it! Support needs some serious training! They barely speak English or lie and say they will escalate the ticket and I find out days later they never did. I literally have to spend hours going through several support people and tickets in one day to get a support person who speaks and can read English and who understands Shopify banking. Many of the support people asked me to “contact my bank to get them to correct it,” lol…Really? I said “You are my bank” I said that 5 times, “Shopify is my bank” and than the support people just sit there looking dumb and end the chat. It’s bad, real bad how the support is! I don’t understand why shopify hires people who don’t speak or read English, how can they help English speaking businesses? who trains these people? I’m tired of telling them what their job duties are and what to do or repeating myself over and over! I asked for a manager 10 times today, I asked to get Corparate phone number as I want them to see these chats and alert them of the missing payouts that keep occurring. How will anyone fix this problem if support is blocking you from reporting it or they can’t help cause they do not understand what you saying!!! I still need help with my money!!!

[PageFly-Richard]

Hi,

This is Richard at PageFly - Shopify Advanced Page Builder app.

I understand your frustration. It’s incredibly frustrating to encounter such issues, especially when it involves your hard-earned money.

Here are some steps you can take to address the situation:

1. Escalate to Shopify Support:

   • Persistently Escalate: Keep escalating the issue to higher-tier support agents.
   • Document Everything: Keep detailed records of all your interactions with support, including chat logs, ticket numbers, and timestamps.
   • Be Specific: Clearly explain the issue, providing specific dates and transaction details.
   • Request a Manager: If possible, request to speak with a manager or supervisor.

2. Review Your Shopify Account:

   • Check Payment Settings: Ensure your payment settings are correct and up-to-date.
   • Review Transaction History: Scrutinize your transaction history to identify any discrepancies or missing payments.
   • Verify Bank Account Information: Make sure your bank account information is accurate and verified.

3. Consider Alternative Payment Methods:

   • Explore Other Options: If the issues persist, consider exploring alternative payment methods, such as PayPal or Stripe.

4. Seek Legal Advice:

   • Consult a Professional: If you’re unable to resolve the issue through Shopify’s support channels, consult with a legal professional to explore potential legal remedies.

Hoping my solution helps you solve your problem.

Best regards,

Richard | PageFly

[Facetreasures]

Hello, thanks for responding to this last issue but low and behold, it is happening again! Recap & conclusion from past issue above - *After weeks of trying and several tickets later, I finally got someone in support who understood the situation was abive their pay grade who actually escalated the ticket to a billing supervisor, Within an hour after speaking with management, my issue and all payouts were resolved - how long it took me to get to this point of getting a supervisor to review my case/ticket - weeks! 16 new tickets to be exact which is sad and Shopify should be ashamed of themselves for having these type of people working there. Of all the 16 people I’ve encountered only 3 could read English and understand what was happening, the others would respond back with autogenerated responses that made no sense or they would not respond at all because they couldn’t understand!
here we are again, same situation and again, I have finally made it to a billing rep who does not understand why I’m not getting my payouts and the system is showing they were paid so just like support, this billing rep reads from the computer and responds back with the basic responses the computer tells him the issue may be and he refuses to get a manager/supervisor to review the ticket! I had to update my banking info just to get two deposits (this is jot normal) and I have over 8 different deposits showing paid & deposited but bank records proving that not the case. When I explain this to the billing person and I sent over all the proof and dumbed it down to this person in the most simplistic terms now this person refuses to respond back! This is because he does not know how to respond as it contradicts what the computer is stating and the screenshots I sent for review proves that

So now I’m right back where I was the first time I had this issue that I mentioned above but this time, I’m speaking/dealing with someone in billing/payments department (so they say) and even these people do not know how to handle a situation like this. This person is refuses to respond back to the ticket after I sent all the proof that I’m NOT Getting the deposits the system is showing as “deposited & paid” I’ve asked for a supervisor atleast 13 times and this rep refuses to get someone else to re view the ticket. I told him by ignoring the situation is not going to make this problem or me go away. I’m to the point now where I feel as though I’m being backed into a corner and I need to seek outside counsel, I don’t know what to do?!?! I’ve spent countless hours and days trying to get to this point which is getting a English speaking rep to transfer me to the correct department, just to finally get there and now I get a billing rep who doesn’t understand either, who refuses to get a supervisor to help fix the situation!

**If I open another ticket, it may take weeks to months in hopes of getting a real knowledgeable support person who speaks & reads English, who is willing to escalate the ticket hopefully to a different billing agent then who I’m dealing with currently, and if I do get a different billing agent, hopefully they transfer the ticket to management if they do not understand how to come up with a solution! That’s an impossible task dealing with the people that work at Shopify!!! I can prove it!